EPISODE · Mar 21, 2026 · 37 MIN
Change Management: Modernizing a Multi-Generation Service Business
from The Intelligent Builder · host Owen Gagne
Cate Bloom, Vice President at AAA Appliance Service Center, explains how her family's multi-generation appliance service company modernized from paper systems to scalable digital operations. She covers her transition from architecture into the business after 2008, training cross-functional technicians, and rolling out system changes through phased implementations with hands-on support. Cate also discusses their approach to service quality, AI implementation for customer service, and growth plans.
What this episode covers
Cate Bloom, Vice President at AAA Appliance Service Center, explains how her family's multi-generation appliance service company modernized from paper systems to scalable digital operations. She covers her transition from architecture into the business after 2008, training cross-functional technicians, and rolling out system changes through phased implementations with hands-on support. Cate also discusses their approach to service quality, AI implementation for customer service, and growth plans.
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Change Management: Modernizing a Multi-Generation Service Business
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